Discuss the reasons for using customer service policies and the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development at Britannia hotels supported applicable examples.(AC: 1.1 & 1.2) Understand the purpose of promoting a customer-focused culture b) Evaluate different communication methods such as verbal, noverbal, written and how these are used to best effect at Britannia hotels.(AC: 2.1) c) Analyse how customer perceptions are influenced by customer service provision at Britannia hotels supported by applicable examples.(AC: 2.2) Modes of assessment Written Report 03 January 2016 LO3 Task 2 Be able to investigate customer requirements and expectations Task 2 a) Undertake a secondary research by assessing the sources of information on customer requirements and satisfaction levels at the hospitality organisation of your choice. (AC: 3.1) b) Carry out a primary research on customer requirements and satisfaction levels for the organisation chosen in (AC: 3.1), suggesting potential improvements supported by relevant examples.